Case Study: Dominion Energy Virginia improves contact center analytics and agent coaching with USAN AI Contact Analytics

Dominion Energy Virginia uses USAN to analyze 100% of calls and replace 8 monthly manual scores per agent

Dominion Energy Virginia, a major electricity provider, partnered with USAN to gain actionable insights into customer pain points and agent performance. The challenge was to enhance their omnichannel customer experience by moving beyond a time-consuming, manual process for analyzing customer interactions.

USAN implemented its AI Contact Analytics solution, powered by generative AI, to analyze 100% of customer calls. This provided on-demand insights for personalized agent coaching and real-time feedback for leadership. The solution replaced the manual process, unlocking significant savings and enabling targeted improvements that led to a more effortless customer experience for Dominion Energy's customers.

Dominion Energy Virginia